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Unexpected Results

What determines when an event is counted towards one day instead of the next day?

All events are counted based on the time zone of your Heap account. For example, let’s say your Heap account…
Why are my CVR results different from my Funnel results?

There are a few reasons why the total conversion rate in a Conversion rate between events chart may be different…
Why does a ratio or conversion rate chart have different results in a table chart?

The results of a ratio or conversion rate between chart will differ in a table chart vs. other chart types…
User and Session IDs aren’t showing up correctly when I import CSVs into Excel, how do I fix this?

When importing CSVs into Excel, excel automatically converts BIGINTS into scientific notation. This results in your user and session IDs…
Why do I see referrers from my own domain in Heap?

It isn’t always possible to know the exact cause of self-referrals, and a certain amount is to be expected. The…
Why do values in my analysis change when I change the date range?

When charting average time between and conversion rate, you may notice the values change when you update the date range,…
Why am I seeing unusually long sessions in my analysis?

On rare occasions, you may see unusually long sessions in your analysis due to a session property cookie not being…
I see users in the Users View with no events. What causes this?

This means that the user record was created by either a server-side Add User Properties API call or by one of our…
Why is the count in my funnel different from the count in my usage over time chart?

In Heap, a usage over time chart and a funnel chart are measuring two different things. While a usage over…
Why is the count in my funnel different from the count unique in my usage over time chart when grouped by something?

Just as how usage over time charts and funnels count things differently, they also group results differently because they are…
I’m seeing a difference in data between Heap and another analytics tool.

Data in Heap may differ from data seen in other tools for a variety of reasons. Generally speaking, discrepancies of…
Why are some iPad sessions showing up as desktop sessions in Heap?

Because iPad browsing is becoming more similar to web, Safari version 13.0 and above uses a ‘Desktop-class’ experience by default,…